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Customer Service

Learn about the History of Jimmy Jazz, catch up on Jimmy Jazz Press Releases and meet some of the Jimmy Jazz Team! Contact Jimmy Jazz with questions or feedback, track your order or return an item. Get the answer to all your Jimmy Jazz questions on our Frequently Asked Questions page. Apply for a job at a Jimmy Jazz store or office near you. Locate the closest Jimmy Jazz location near you. Come apply to model for Jimmy Jazz Stores and JimmyJazz.com.

TRACK MY ORDER

Need to track an order? We have you covered.

RETURNS

Is there an issue with your item? Easily return it to us.

FAQ SEARCH
Type in a few words below for the fastest answer.
 
 
FREQUENTLY ASKED QUESTIONS
Shop With Confidence!
Can I shop on JimmyJazz.com with confidence?


You're in good hands!

We are proud to say that JimmyJazz.com made Internet Retailers 2013 TOP 500 RETAILER award winning list! Competing against thousands of online retailers, we have emerged as a top selling retailer. Customers keep on coming back for honesty, quality, and award winning service. If you are looking for best in class customer service, you are in the right place!


Top 500 Retailer


With many customers leaving their ratings on BizRate.com and eBay.com we have set our mark as an ecommerce seller with top rated service! Over 5,000 verified customers have rated JimmyJazz.com on BizRate.

See JimmyJazz.com Reviews at Bizrate.com eBay


As a testament to our ongoing commitment to providing the highest level of customer service and satisfaction, JimmyJazz.com has been certified by the Better Business Bureau as an accredited business and a trusted retailer.

Click for the BBB Business Review of this Clothing - Retail in Secaucus NJ


Feel safe shopping with JimmyJazz.com, as we are secured with by GoDaddy.com. Transactions on JimmyJazz.com are protected with up to 256-bit Secure Sockets Layer encryption.


GoDaddy verified & secure

Fraud
How does Jimmy Jazz Handle Credit Card Fraud?

Conviction on Credit Card Fraud Carries Penalties of 10 Years Imprisonment and/or a $10,000 Fine!

U.S.C. Title 18, Section 3056, Subsection (b), specifically authorizes the United States Secret Service to detect and arrest any person who violates federal criminal laws relating to credit card fraud and related activity in connection with computers and/or access devices.

We are committed to the prevention and prosecution of online credit card fraud. Some of our prevention measures may include:

  • Reporting all fraudulent and charge back purchases to the Secret Service.
  • Contacting law enforcement officials in your state
  • Issuing a summons through our attorney to your ISP. We've done it numerous times and have never been turned down
  • Cardholder address and telephone number verification
  • IP number tracking and verification
  • Telephone contact with the cardholder
  • Verification of a valid, commercial e-mail address
  • Requirement of signed authorizations
  • Examination of all orders for fraud indicators
  • Other unpublished actions as deemed necessary
  • If you make a charge and then refuse or enact a charge-back, we will pursue you.

We regret that, in some cases, these measures may result in inconvenience to legitimate customers.

In the rare event that a fraudulent order passes our screening process, we will report the fraud to the appropriate legal authorities and provide those authorities with the necessary information to complete an arrest and effective prosecution. We will report the fraud to your Internet Service Provider for action under their Acceptable Use Policies. We may also initiate civil action against you.

Gift Certificates
Gift Certificate Use And Policies

Gift certificates are not refundable and non- transferable from original recipient. Gift certificates do not have an expiration date. Jimmy Jazz and JimmyJazz.com are not responsible for lost or stolen gift certificates.

 

Gift certificates are not redeemable for cash and return of product that was purchased with a gift certificate will be issued a credit on your JimmyJazz.com account. Gift certificates may only be redeemed at JimmyJazz.com on orders shipped in the United States. Gift certificates  are not redeemable at Jimmy Jazz retail store locations.

 

Gift certificates cannot be used to purchase other gift certificates. Any balance due on an order that exceeds the gift certificate amount must be paid by a credit card.

Jimmy Jazz and JimmyJazz.com have the right to revoke gift certificates if found to be fraudulent.

Do gift certificates have an expiration date?

No, there is no expiration date to gift certificates.

Can I redeem my gift certificate in a retail store?

At this time, you may only redeem your JimmyJazz.com gift certificate online.

What happens if my purchase is less than the face value of the gift certificate?

You will receive a credit on your JimmyJazz.com account for future use.  Balances can not be redeemed for cash.

What happens if my purchase is more than the gift certificate face value?

You may use up to two forms of payment so you would need to provide a major credit card for the remaining balance.

How many certificates can be redeemed at the same time for an order?

1 (one) gift certificate may be redeemed for each order. But please note, only two forms of payment may be utilized for one purchase, so if your gift certificate value is for less than the total for the order, you will need to pay the difference by a major credit card for the balance

Where can I purchase a gift certificate?

Online at JimmyJazz.com, under Specials, Gift Certificates.  Gift certificates may only be redeemed online at JimmyJazz.com, not in our retail stores

What is your complete gift certificate policy?

Gift certificates are not refundable and non- transferable from original recipient. Gift certificates do not have an expiration date. Jimmy Jazz and JimmyJazz.com are not responsible for lost or stolen gift certificates.  Gift certificates are not redeemable for cash and return of product that was purchased with a gift certificate will be issued a credit on your JimmyJazz.com account.

 

Gift certificates may only be redeemed at JimmyJazz.com on orders shipped within the United States. Gift certificates are not redeemable at Jimmy Jazz retail store locations.  Gift certificates cannot be used to purchase other gift certificates.  Any balance due on an order that exceeds the gift certificate amount must be paid by a credit card.  Jimmy Jazz and JimmyJazz.com have the right to revoke gift certificates if found to be fraudulent.

Order Inquires/ Shipping/ Shipping Methods
How much do you charge for shipping and handling?

Shipping and handling charges depend on the shipping method you select and the zip code of your shipping address. You may get your exact shipping & handling fees once you have all your items in the shopping bag and you add your zip code. You will then be able to see all shipping method options with the fees associated with that shipping method from USPS Economical to Next Day Air.

From time to time, we offer discounts or free shipping for our Premium Club Members. Please sign up for a free Premium Club Membership here. We reserve the right to increase shipping and handling fees based on orders over $350. We will contact you with the new shipping and handling fee before order ships.

What is USPS Economical shipping method?

USPS Economical is the default shipping method. It is not available for orders that contain Limited Release items and/or orders with more than 4 units. Signature Required is not allowed on USPS Economical. For a limited time, orders under $99 will be a flat USPS Economical shipping fee of $7.95. This rule does not apply to orders shipped to an international country.

Is my order insured?

Signature will be required by default for orders over $300 and Limited Release items, and there is the option to deselect it. In order to ensure that our valued customers receive their packages intact, we recommend keeping “signature required” selected, which includes insurance for the merchandise for an additional fee of $3.00. If for convenience or in the likelihood you may not be home, you may leave “signature required” unchecked so the courier will leave the package at your doorstep. Please note, JimmyJazz.com is not responsible for lost & stolen packages or missing items if “signature required” is not checked.

All packages are automatically insured up to $100 per package through the courier, some exceptions apply, but only packages with “signature required” checked will be insured for orders in excess of $100. Please note, JimmyJazz.com is not responsible for lost, missing or stolen packages once the courier has picked up the package from our facility and is in route. Jimmy Jazz customer service will assist you in filing a claim with the courier when necessary.

Does JimmyJazz.com ship to APO/FPO addresses?

Yes, military customers are able to shop through the US customer checkout. APO/FPO packages are shipped via US Postal Service. Standard shipping/ handling rates will apply. Please allow 6-8 weeks for APO delivery. No express shipping is allowed for APO orders. You may track your APO/FPO orders at USPS.com.

Can I save the items in my shopping cart and buy them later?

Yes, they will be automatically saved in your shopping cart, but realize, all items are sold on a first-come, first-serve basis and an item's availability and pricing are subject to change. This means that the items you have in your shopping cart today may not be available at a later time. The only way to ensure those items will be available is to order immediately.

 

If you have items in your shopping cart and wish to purchase later, you will be notified at check-out whether that item is available or not at the time of purchase.

How do I cancel my JimmyJazz.com order?

Please e-mail us at CustomerService@JimmyJazz.com with your order # and the reason for the cancellation, or call us at 1-877-307-JAZZ.  We will make every effort to cancel the order before it has processed.  In case it is sent out, please read our refused delivery policy here.

I just placed an order. How long before it will be shipped?

Our commitment is to ship product within 1-2 business days after receiving the order.  Please allow 2-7 business days including handling and shipping time depending on the method of shipment of next day air to ground. Some orders require additional verification and this may take more than 1 - 2 business days to ship the order.

Pricing
If I find a lower price on another website, will JimmyJazz.com match it?

Most of our product is unique and sold only at selected merchants, so if you feel there is an item we should take a look at in terms of pricing, please contact our customer service department so they may assist you further.

What is JimmyJazz.com’s policy on price adjustments?

All sales are final in regards to pricing, except in states that have laws in conflict with this policy. Jimmy Jazz reserves the right to limit quantity by style/color, and is not responsible for typographical errors.

Is pricing the same in your stores as it online?

While we carry many of the same brands and items as the stores, our selection and prices will not be exactly the same.

Privacy, Security and Web Info
Why does JimmyJazz.com ask for my email address? Will I get spam emails after I give it to you?

A: Providing us with your email address means we can send you two very important emails: One is a copy of the order that you place with us, and the other is a notification that your package has been shipped. We may also use email if it is necessary to contact you regarding your order. We will not send you spam emails, and we will not give your email address to anyone else.

What is JimmyJazz.com’s privacy policy?

This policy covers how JimmyJazz.com treats personal information that JimmyJazz.com and Jimmy Jazz Stores collects and receives, including information related to your past use of JimmyJazz.com. Personal information is information about you that is personally identifiable like your name, address, email address, or phone number, and that is not otherwise publicly available.

Press Releases
Where can I find the latest Press Releases for Jimmy Jazz?

You can view all our Press Releases on our Press Page.

Promotions
How does JimmyJazz.com handle Returns on orders with promotional discounts?

When a Buy More Save More promotion is applied, and an item is returned, the promotional discount will be deducted from the refund amount based on the new order threshold.

I'm in checkout, and it's asking me for a promotion code, but I don't have one. What should I do?

From time to time, we give out promotion codes to our Premium Club members. If you don't have a promotion code, go ahead and leave that box blank. Please note, only one promotion code can be applied per order. To sign up for our Premium Club Membership, please go to Jimmy Jazz homepage.

How can I find out about JimmyJazz.com specials, events, promotions and discounts?

We recommend that you register as a Premium Club member. Once you sign up, we'll email you on a regular basis with the latest JimmyJazz.com news, specials, and promotions.  Please note that limited release items are excluded from all promotions. We reserve the right to reconcile your order when a discount is applied toward such an item. Please note that certain promotions will have brand and/or category exclusions. Certain promotions are not applicable to orders shipped outside the United States.

Are there any restrictions on promotions?

Each promotion is unique and has its own set of details and exclusions. All promotions are valid on orders sipping to U.S. only. Free shipping is not valid on orders shipping to AK, HI, PR, and Military APO/FPO.

Purchasing and Ordering
What is PayPal's Bill Me Later?

Bill Me Later is a credit line that’s built-in to your PayPal account. You can use Bill Me Later during PayPal checkout on Jimmyjazz.com. Bill Me Later lets you pay for your purchases in 2 simple steps – just enter your birth date and the last 4 digits of your Social Security number and accept the terms.

The next time you check out with PayPal, select Bill Me Later as your payment method. A window will appear on your screen asking for your birth date and the last 4 digits of your Social Security number. Once you accept the terms, approval takes just seconds; Bill Me Later will then be added to your PayPal account automatically.

There is no annual fee for using Bill Me Later.

When you check out with PayPal and choose Bill Me Later as your funding source, your purchase is covered under PayPal’s Purchase Protection Program.

Does JimmyJazz.com allow customers to bill countries outside of the United States?

Yes, JimmyJazz.com ships to a variety of international countries.

Simply select your shipping destination or preferred country from the menu in the header. You will be able to view all product prices in the currency you select. On the Checkout page, your country of destination will automatically appear in the Ship-to section.

International shoppers have the benefit of: 

• Viewing product prices in their local currency 
• Cost-effective international shipping

Do you accept checks, money orders and/or C.O.D.?

We are unable to accept these forms of payment at JimmyJazz.com.

Which debit cards can I use?

We accept the following debit cards: All Visa and Mastercard logo debit cards.

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal Express, Bill Me Later through PayPal, and JimmyJazz.com Gift Certificates. PayPal Express, Bill Me Later through PayPal and JimmyJazz.com Gift Certificates are only accepted on orders shipped within the United States.

Returns
How does JimmyJazz.com handle Returns on orders with promotional discounts?

When a Buy More Save More promotion is applied, and an item is returned, the promotional discount will be deducted from the refund amount based on the new order threshold.

What if I refuse a package because I want to return the entire order?

Orders shipped which are refused by the customer and restocked for reasons not pertaining to JimmyJazz.com, are subject to a restocking fee of 15% of merchandise value.  This fee, as well as the shipments handling/ delivery charge will be deducted from the corresponding credit.

How do I exchange a product?

Because we are always receiving new inventory, we will be unable to process exchanges. If you’d like a different size, color, style or completely different product, please return (see return policy here) current item(s) for a refund, and place a new order online for other merchandise.

What is your return policy?

RETURN POLICY


How to process a return

Returning your order on JimmyJazz.com is quick and simple!


JimmyJazz.com wants you to be fully satisfied with your purchase. If purchased by 12/25/2014, you may return your item(s) within 60 days of the delivery date for a full refund of the purchasing price. Shipping/handling fee, gift box, gift wrap, or other charges are non-refundable.


The item(s) must be sent back in new and unused condition, store tags attached to merchandise and original packaging. Footwear must be in new, unworn condition, in its original shoebox, packaged in a separate outer box when returning. Personal items including but not limited to all undergarments, watches, underwear, swimwear, headphones, and body jewelry are non-returnable. If an item has been used or worn, it will be sent back to you at your expense.

 

 

 

 

 

Step 1: Process Return Packing Slip and Return Shipping Label.

If you do not have an account, you may return your order from the Return Your Order page.

Log in to your account from the Sign In page. Under Order History, locate the order number which contains the item(s) you wish to return and select it. Click the Returns link located adjacent to the Order Number and Order Date. Select return quantity from the drop down menu next to each item you would like to return and click on the “Create Return Request” button. Print the Packing Slip and Shipping Label.

Please Note: If your return will require two or more boxes, only select the items you will be sending in the first box and continue. Once the return is complete, go back to the Order History screen and repeat this process to print additional return labels for each additional box.

 

 

 

Step 2: Pack your items and attach your new return label.

 


You can use the original Jimmy Jazz box you received, or any plain, unmarked cardboard box to ship your return. If there are any existing shipping labels, stickers, or other materials on the shipping box from previous shipments, please remove them.

Step 3: Drop off the return package to your local FedEx Ground facility.

Once the package is picked up or dropped off, please allow 1 – 2 weeks for your return to reach our warehouse. You will receive an e-mail once your return has been received and a credit processed. Refunds will be returned to you by the method of payment you chose for the original order and can only be applied to the same credit card. Your credit from JimmyJazz.com will reduce by $6.95 for this return shipping. There are no exceptions to this policy.

Alternatively, you may use your own method of shipping and you are responsible for postage/insurance. We strongly suggest you add insurance for tracking purposes in case of a lost or stolen package. Please fill out the return form at the bottom of your packing slip, and include it with the merchandise along with your invoice that came with the purchase. Package your return item(s) and mail back to the following address:

JimmyJazz.com
c/o eCommerce Returns Dept.
80 Enterprise Ave South
Secaucus, NJ 07094
United States

We reserve the right to refuse return of any merchandise that does not qualify and/or doesn’t include all return information requested in JimmyJazz.com’s return policy or return form. We will send the product back to you stating the reason for the denied return at your shipping/handling expense.

 

Are any items non–returnable?

Personal items including but not limited to all undergarments, underwear, swimwear, headphones, and body jewelry (watches) are non returnable.  If an item has been used or worn, it will be sent back to you at your expense.

If I need to return an item, do I have to pay the postage?

Yes, you are responsible for postage back to our facility.  Please read our complete returns policy .

If I buy at a retail location, can I return it to JimmyJazz.com?

No, if you purchased an item in the store, your merchandise can be returned for store credit to any retail store location, but not through JimmyJazz.com.  Please note, the store return policy differs from our online return policy.

If I buy an item online, can I return it to one of the Jimmy Jazz retail stores?

No, if you place your order online, your merchandise must be mailed back to us for return processing. You will not be able to take it to one of the retail stores for a credit, exchange or refund.

Sales Tax
Will there be sales tax added to my order?

Orders being shipped to NY, RI, and NC will be charged a tax rate based on the shipping zip code. If your order is being shipped to any other US state, to a US territory, or to an APO/FPO address, no sales tax will be added.

Shipping & Handling Charges
How much do you charge for shipping and handling?

Shipping and handling charges depend on the shipping method you select and the zip code of your shipping address. You may get your exact shipping & handling fees once you have all your items in the shopping bag and you add your zip code. You will then be able to see all shipping method options with the fees associated with that shipping method from USPS Economical to Next Day Air.

From time to time, we offer discounts or free shipping for our Premium Club Members. Please sign up for a free Premium Club Membership here. We reserve the right to increase shipping and handling fees based on orders over $350. We will contact you with the new shipping and handling fee before order ships.

 

Shopping Cart/ My Information
Do you keep my credit card number on file?

For security purposes, we do not keep your credit card number on file even if you are registered with us.

How do I enter my information once so I don’t have to enter it again?

If you register, we will save most information for faster checkout in the future.  Please note, credit card information will not be stored for security purposes.

Do you save my information for future orders?

If you register, we will save most information for faster checkout in the future.  Please note, credit card information will not be stored for security purposes.

Do I have to sign up in order to place an order?

No, you may place orders without registering.

Can I save the items in my JimmyJazz.com shopping cart and buy them later?

Yes, they will be automatically saved in your shopping cart, but realize, all items are sold on a first-come, first-serve basis and an item's availability and pricing are subject to change. This means that the items you have in your shopping cart today may not be available at a later time.

 

The only way to ensure those items will be available is to order immediately.  If you have items in your shopping cart and wish to purchase later, you will be notified at check-out whether that item is available or not at the time of purchase. We reserve the right to limit quantity on certain products.

Tracking Orders
How do I track my order?

You can track your order by going to the Tracking Page.

Sizes and Selection
What footwear size am I in a different Country?

There may be slight differences in the way each manufacturer measures their footwear. To see the footwear sizing for a specific manufacturer please click on the link below.

*The sizing chart displayed below is a tool to help find your shoe size. Jimmyjazz.com holds no responsibility for incorrect sizing suggestions as everyone's feet are different in their comfort level.

Nike
Reebok
adidas
Bearpaw
Clarks
Converse
Diodora
Dr Martins
Fila
Gourmet
G-Star
Hush Puppies
Levis
PF Flyers
Puma
Saucony
Timberland
Tommy Hilfiger
Vans

Can I search for items that are a certain color, brand or size?

Yes, JimmyJazz.com’s search tool allows you to search several ways: size, brand name, color, price low to high or high to low, new items, sales items, category, department or any combination of these.

I’m looking for an item that's not on your website. Can I special order it through JimmyJazz.com?

No, we aren’t able to special order items, but try one of our retail store locations by clicking the store locator.

Do you have more sizes online than what is in the store?

When possible, we will try to purchase smaller and larger sizes than what the store carries for a particular style.

Are there more sizes available than what's shown on the website?

At times, stores may have sizes available that we don’t have on the website and vice versa.

Are the items sold on the website the same as what's available at Jimmy Jazz retail stores? Is the pricing the same?

While we carry many of the same brands and items as the stores, our selection and prices will not be exactly the same.

Store/Retail Locations
Is there a Jimmy Jazz retail store in my area?

Click here to view our store locator.

Web-Store vs. Retail Store
Are the items sold on the website the same as what's available at Jimmy Jazz retail stores? Is the pricing the same?

While we carry many of the same brands and items as the stores, our selection and prices will not be exactly the same.